Workplace Communication Vocational Education and Training Training Toolbox Series ICA11v1.0 Information, Digital Media & Technology Cert I, II and III Workplace Communication Section 2

Basic Speaking and Listening Skills Workplace Communication Basic Speaking and Listening Skills

Table of Contents Workplace Communication Section 2 – Basic Speaking and Listening Skills Importance of Speaking Skills Slide - 04 Acceptable Speech Slide - 05 Develop Oral Communication Skills Slide - 06 Speech Habits Slide - 07 Listening Skills  Slide - 08 Questioning Techniques  Slide - 10

Importance of Speaking Skills Workplace Communication Importance of Speaking Skills Effective speaking skills help employees:     Give better presentations Deal with customers/clients   Hone their management skills   Work better with fellow employees   Effectively develop and present ideas   Offer constructive criticism   Accept criticism more objectively

Acceptable Speech Workplace Communication When in the workplace make sure you: Do not mumble Speak clearly and at a reasonable volume Choose the right language Select your words carefully  

Develop Oral Communication Skills Workplace Communication Develop Oral Communication Skills Situations in which you will use oral communication skills include: Dealing with fellow staff employees Answering questions Dealing with customers/clients Responding to phone calls Dealing with management

Right Um Ahh Eh Speech Habits Workplace Communication Avoid use of filler words or unnecessary words, such as:   “Um…”   “Ahh…”   “You know?”   “Right.”   “Okay!”   “Sort of…”   “Like,”   “Eh?” Right Um Ahh Eh

Listening Skills Workplace Communication There are four types of listening:     Attentive listening   Encouraging listening   Reflecting listening   Active listening

Listening Skills Distractions Workplace Communication Proper listening skills include avoiding distractions such as:     Surrounding noise Surrounding activities   Personal interruptions Distractions

Questioning Techniques Workplace Communication Questioning Techniques There are three types of questions:   Closed-ended Questions Open-ended Questions   Reflective Questions

Questioning Techniques Workplace Communication Questioning Techniques Examples of reflective questions:   “Do you think that if we choose the colour copier more of the staff would use it?”   “What are your thoughts on the new company logo?”   “Are you happy about the article in the newsletter?” Requires answers based on reflective thought Examples of closed-ended questions:   “Is this what is required?”   “Can you meet the deadline?”   “Will you need that delivered today?” Require very quick and short answers Examples of open-ended questions:   “Were you going to the staff meeting?”   “When did you need the documents by?”   “How do you feel about the terms?” Require a more extensive answer

Workplace Communication End of Section 2